Senior Strategic Customer Success Manager – Healthcare SaaS & Practice Management – Remote – Leading Digital Care Transformation, Enhancing Patient Outcomes, Accelerating Revenue Growth, and Building Customer Advocacy at brighthush

About brighthush

brighthush is a trailblazing, cloud‑native SaaS company that is redefining how healthcare practices operate. Our all‑in‑one platform brings together scheduling, billing, telehealth, advanced analytics, and secure data exchange into a single, intuitive ecosystem. By doing so, we empower clinicians, administrators, and patients to focus on what matters most: delivering exceptional, patient‑centered care. From solo practitioners to large multi‑specialty groups, our solution cuts administrative overhead, unlocks actionable insights, and drives measurable improvements in financial performance, workflow efficiency, and clinical outcomes.

Why This Role Matters

As a Senior Strategic Customer Success Manager, you will be the linchpin that connects our technology to the people who use it every day. Your strategic guidance will shape how practices adopt, integrate, and ultimately thrive on our platform. In a healthcare environment where telehealth adoption is accelerating, data‑driven decision making is becoming a competitive advantage, and cost‑efficiency pressures are relentless, you will help our clients not only keep pace but lead the charge.

Key Impact Areas

• Driving Adoption & Value Realization: Translate complex platform capabilities into clear, actionable benefits for practice leaders.
• Building Long‑Term Partnerships: Foster trust and collaboration that turn one‑time customers into lifelong advocates.
• Influencing Product Direction: Bring frontline insights back to our product teams to shape future releases.
• Scaling Success: Develop frameworks and processes that can be replicated across new accounts and regions.

Your Day‑to‑Day Responsibilities

As the trusted advisor that helps practices unlock the full value of our platform, your day‑to‑day activities will span strategic account leadership, onboarding, advocacy, renewal, and cross‑functional collaboration. Below is a detailed breakdown of what you’ll be doing:

• Strategic Account Leadership: Own a portfolio of high‑value healthcare practice accounts, serving as the primary point of contact for all customer success initiatives. Build deep, consultative relationships with practice leaders, administrators, and clinical staff, and become the go‑to resource for any platform‑related question.
• End‑to‑End Onboarding & Implementation: Lead the full onboarding journey—from initial discovery to go‑live—ensuring smooth adoption of our SaaS platform. Collaborate with implementation teams to configure workflows, integrate third‑party systems, and train staff, while maintaining a clear project plan and timeline.
• Customer Advocacy & Retention: Champion the voice of the customer within brighthush, translating feedback into product enhancements and service improvements. Proactively identify churn risks and develop retention strategies that keep our clients engaged and satisfied.
• Renewal & Upsell Management: Drive renewal conversations and identify upsell opportunities that align with practice goals. Work closely with the sales and product teams to create tailored proposals and secure long‑term contracts.
• Health & Wellness Impact Analysis: Leverage data analytics to demonstrate the ROI of our solutions to practice owners. Provide actionable insights that help practices improve patient outcomes and operational efficiency.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support to deliver a seamless customer experience. Share customer insights that inform product roadmap and go‑to‑market strategies.
• Thought Leadership & Community Building: Represent brighthush at industry events, webinars, and user groups. Create content (case studies, white papers, blog posts) that showcases success stories and best practices.
• Process Optimization: Continuously refine customer success processes, tools, and metrics. Implement best practices for account health scoring, health check cadence, and escalation protocols.

Essential Qualifications

• 5+ years of experience in customer success, account management, or client services within the healthcare or SaaS industry.
• Proven track record of managing enterprise‑level accounts and driving renewal and upsell revenue.
• Deep understanding of healthcare practice operations, including scheduling, billing, telehealth, and compliance (HIPAA, HITECH).
• Exceptional communication skills—both written and verbal—across all stakeholder levels.
• Strong analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Experience with CRM and CS tools such as our platform or similar tools.
• Self‑motivated, results‑driven, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Background in healthcare consulting or a clinical role (e.g., nurse, physician, or medical administrator).
• Experience leading customer success teams or managing a CS organization.
• Knowledge of healthcare data standards (HL7, FHIR) and interoperability solutions.
• Experience with data visualization tools and reporting dashboards.
• Fluency in multiple languages, especially Spanish or other languages common in the U.S. healthcare market.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for solving client challenges and delivering measurable value.
• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and business objectives.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and ensuring deliverables.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and data analysis to inform strategy.
• Adaptability: Thrive in a remote, distributed team environment while maintaining high productivity.
• Influence & Negotiation: Persuasive communicator who can negotiate renewals, upsells, and partnership agreements.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Strategic Customer Success Manager, you will:

• Progress to a Senior or Lead Customer Success role, overseeing larger accounts or a team of CS professionals.
• Take on product management responsibilities, shaping the future of our platform based on customer insights.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Attend industry conferences, webinars, and workshops to stay ahead of healthcare technology trends.
• Earn certifications in customer success, SaaS, or healthcare compliance to enhance your expertise.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and the shared commitment to improving patient care. Key highlights include:

• Fully remote, flexible work hours that support work‑life balance.
• Weekly virtual town halls and monthly all‑hands meetings to keep everyone aligned.
• Open‑door policy—your voice matters, and we actively seek feedback from all team members.
• Inclusive environment that celebrates diversity, equity, and belonging.
• Regular team‑building activities, virtual coffee chats, and wellness initiatives.

Compensation, Perks, & Benefits

While specific numbers are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to renewal, upsell, and customer satisfaction metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to support your long‑term financial goals.
• Unlimited paid time off and flexible vacation policy to recharge.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option program to share in brighthush’s growth.
• Wellness benefits such as gym memberships, mental health support, and wellness stipends.

How to Apply

If you’re ready to lead transformative customer success initiatives in the healthcare SaaS space, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Let’s build the future of healthcare together.